Maintenance Service Agreementfor Kaspersky Fraud Prevention
Give your business the best support. Make expert assistancepart of your strategy for success.
Kaspersky Lab’s Maintenance Service Agreement (MSA) provides superior support for all of
your security needs. Protect your business with world-class assistance from our local team ofcertified engineers.
∞ A direct telephone line for priority support∞ D edicated Kaspersky Lab technical experts∞ E xtended hours for critical issues∞ P roactive alerts to new threats• Acting fast. An allocated group of experts are on standby24/7/365, tasked with taking ownership of your issue andachieving the swiftest possible resolution. They fast-track
your issue straight to those behind-the-scenes specialists
at Kaspersky Lab headquarters who are best able to deliver
the right solution for you, at speed.
• Minimizing the risk. Protective measures tailored to yoursystem, including prioritized hot fixes and personalized
patches, keep you fully protected. For MSA customers, asystem configuration inspection and health check onrequest helps identify future issues that could lead to
downtime incidents.
• Understanding the complexities of your IT environment.
Incident resolution is achieved faster through access tosenior technical engineers. Your dedicated Kaspersky
Technical Account Manager is already familiar with theconfiguration of your system, your processes, and yourorganizational culture, so we can pinpoint your issue andget on with solving it even faster.

• Harnessing expertise. Kaspersky Lab’s technologicalexpertise is globally recognized. A Technical AccountManager has the authority to mobilize this expertise
directly on your behalf to ensure your issue is prioritized
and is solved fast and fully.
• The result of this dynamic, expert approach is less downtime,
faster recovery and fewer in-house resources spent ontroubleshooting.

Compare Kaspersky Lab’s Support Service Features:SupportStandard Support

MSA for Kaspersky Fraud Prevention

Support Coverage

Incident ID and Support:
Premium Incidents Per Year*

N/A

Unlimited

Assigned Customer Technical Contacts

N/A

8

Unlimited

Unlimited

Break/Fix Incidents**

Support Availability
Telephone Support:

Severity Level 1Standard office hours

24x7x365

Severity Level 2Standard office hours

24x7x365

Severity Level 3–4

Standard office hours

Standard office hours

Web Ticket and Live Chat Support:
24x7x365
Processed during office hours

All Severity Levels

24x7x365
Processed during office hours

Response Time
Severity Level 1

N/A

2 hours (30 minutes to confirm theincident in work)

Severity Level 2–4

N/A

Level 2: 4 hours,
Level 3: 6 working hours,
Level 4: 8 working hours

Remote Assistance
Availability by Level

NoAll severity levels

Enhanced Support Services
Dedicated Security Contacts
Assigned TechnicalAccount Manager (TAM) dedicated tomaintaining your company’s security
through proactive troubleshooting andongoing service updatesNo

Dedicated TAM

Detailed Security Assurance:
Quality Monitoring and Reporting

No

Yes

Review CallNo

4 per year

Onsite Health
Check (3rd Month)No

1 day per year

Private Patching and Error Fixing

No

Yes

Priority Escalation of Support Requests

N/AHighest* Premium Incidents: More extensive than standard issues, premium incidents often require a walk through, a review of best practices or an advanced
guided explanation.
** B reak/Fix Incidents: Software errors or malfunctions, or software that is not working as documented.

ExpertAnalysis

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